ETT and PolyAI
Technology we implement
PolyAI is a core partner in ETT's conversational AI practice — the voice layer ETT deploys when clients need enterprise-grade call automation that customers actually enjoy speaking to.
PolyAI is a technology ETT designs with, deploys and supports. No formal partnership is claimed, and PolyAI is not an ETT customer.
About PolyAI
PolyAI builds lifelike conversational voice assistants for enterprise customer service. Its agents handle natural, open-ended phone conversations at scale for brands in banking, hospitality, retail and utilities.
Designed for the contact centre, PolyAI assistants resolve calls end-to-end, integrate with existing telephony and CRM systems, and hand off to human agents with full context when needed.
How PolyAI fits into how we work
The phone is still where many customers judge a business, and it is also where bad automation does the most damage. PolyAI matters to the ETT story because it lets us automate voice without the frustration people associate with old IVR systems. When a client wants to handle high call volumes while keeping the experience genuinely good, PolyAI is the voice layer we build the solution around.
ETT's contribution is everything that surrounds the assistant. A voice agent only creates value when it is connected to the systems that let it actually resolve a call, governed so it stays on-brand and compliant, and tuned to hand off to a human at the right moment. We treat PolyAI as the conversational front door and make sure what sits behind it delivers real resolution rather than a polished dead end.
Our work around PolyAI
We design the conversation, the integrations behind it and the handover to a person, then evaluate resolution and repeat contact rather than containment alone.
Automate calls worth automating
We focus PolyAI on the high-volume, repeatable calls where automation genuinely helps, so customers get faster resolution and human agents are freed for the conversations that need them.
Connect it to real systems
A voice agent is only useful if it can act. We integrate PolyAI with telephony, CRM and back-office systems so it resolves calls end-to-end rather than just deflecting them.
Keep humans in the loop
We design clean handoffs to human agents with full context, so the customer never has to repeat themselves and trust in the channel is protected.
Which process would you improve first?
Tell us where your teams are losing time, where service is under pressure or where an AI initiative has stalled. We’ll help you explore the opportunity and define a practical next step.